Steven Boardman

@Paul Alexander we have the feature in beta testing and we are close., this has taken a little longer than hoped but you should see this available soon - i'll update once we know which Service Manager update it will be included in

@Michael Sharp Board lists seem to be working for me on the different browsers, if you clear your browser cache on chrome do you still have the issue?

Hi @RyanMesser thanks for the question We don't currently have an option for this. I am interested to learn a little more about your requirement. In most scenarios the customer is identified before a request is raised: * Raised via Self Service - based on login * Raised via Email - based on matching email address (using progressive capture) * Raised over the Phone - added by the logging analyst (using progressive capture) Could you provide an example of where this capability would be useful for you? There is already the ability to add additional interested parties via the Connections feature using the workflow and manual options https://wiki.hornbill.com/index.php/Connections_Action_Item https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Request_Connections Thanks Steve

@David_Wilson you can't add the answers directly but if you map the answers from your questions to the requests custom fields then you can include the custom field values in the email template using the variable picker on the email template designer A few useful resources: Mapping questions in progressive capture: https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms Using the business process engine to do the same thing using the following once the request is logged: Firstly use the Get Request Info > Progressive Capture Answers followed by an Update Request > Custom Fields now you can use the variable picker to inject answers into custom fields: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Hope that helps Steve

@Prathmesh Patel following on from Dan's suggestion. If you have a human task you can push the Reason of the task to either the timeline and or a custom field in the details section of the request using the business process Update Request options and then using the variable picker you can choose to have the task completion details populate the timeline / field as needed.

@MikaP i have just checked and these do not have the required translation strings. We will get this fixed and post back here once the translation strings have been added, so you can then use them to translate those into your required languages.

Hi @Martyn Houghton I have highlighted your requirement again around sites, and your suggested alternate approach, but as we stand there isn't anything planned in the short term for this i'm afraid, if this changes i will post back here.

@clampj the Action focus can be set in the business process and you can change this via the business process nodes - so it maybe that you have your processes in a suspend awaiting resolution state and chosen the resolve action item to focus on as shown here: The default for the suspend await resolution option is resolve so you would see this in that example, but on a number of the process options you will see an Action Focus option which will all have a default, but if you change the Auto to Manual you will be able to pick your preference from the drop down Hope that helps Steve

@samwoo

@Dan Munns svg seems to work ok for me Here i am using the following image: And adding this to the custom pc label field description as follows: [[file:https://s.cdpn.io/3/kiwi.svg|40px]] How do you get on if you try using the above? Steve

@Dan Munns Thanks for confirming the setup i'll see if @Victor or one of the team can take a look and see if their is something going on with the roles assigned to the user.

@Dan Munns does the user belong to any other teams? Or now you have added the Finance team, are any of your IT services still left in the default position of being supported by All Teams? By default all services are supported by all teams, so by adding a new team like Finance, their agents would automatically see all requests logged against any service which is left as above? If you wanted to keep IT and Finance separate you would need to both add the Finance Team to their Finance Services but also revisit the IT Services and ensure IT Teams are defined in the Supporting Teams? Steve

@dwalby i seem to have replicated this. The Text settings are there on the login page but not the services landing page. I have asked the team to take a look Steve

@Gary@ADL this has been fixed and will be available in the next Service Manager update, this is due to be available early next week

Hi @dwalby you could try this h_status in ('status.open','status.onHold') and h_requesttype='Incident' h_status in ('status.open','status.onHold') and h_requesttype='Service Request' h_status in ('status.open','status.onHold') and h_requesttype IN ('Incident','Service Request') You might also want to consider status.new if you are using that status for new requests via the business process engine Hope that helps Steve

Hi Hayley One approach you could use is as follows: After your task use a Automated Task > Requests > Update Requests > Custom Fields option and using the variable picker in one or a number of the custom fields bring up the variable picker (as shown below). You can then choose to inject say the outcome or completion reason into the custom fields. Once you have the task info you need in the request custom fields, you can include these custom fields as variables in an email template which is then sent out from the business process to the customer Hope this helps Steve

@Keith let us know if you have any questions while you are testing, or flag anything you feel is missing for you in order to take advantage of it? As per our communication, moving the app out of BETA doesn't mean we will stop evolving it's features and capabilities, and we continue to actively encourage feedback on it's capabilities, so we can continue to mature the app, based on both customer feedback and our strategic objectives. Steve

Hi @Ricky Watts You can provide the ability to allow customers (internal or external) to raise * Incidents * Service Requests * Changes from the portals, problems, releases etc are more internal request types which you may use to resolve an Incident or release a change. I would not recommend you use the Change request type purely for a different request pre-fix (auto-value) as this may limit you in the future is you wanted to use Change, Problem etc internally. In terms of identifiers on the request there are other options which maybe worth considering: 1. If you offer services to your external customers, you could create services which only external customers are subscribed too - this way on the request the service name / catalog item could indicate it is an external request? The Service / Catalog item are also visible as columns on the request list. 2. You could create a specific SLA for your external customers with an external name - EXTERNAL CUSTOMER SLA or something like this, again this is visible on the request details section and visible on the request lists, can be used in views and charts on the request list. 3. You could use the Business process engine to update the external reference number with say External when an external customer raises a request, this again is visible on the request list. I appreciate these are not a change to the reference number but hopefully are all highly visible indicators on the requests / request list to easily identify internal from external requests? Hope some of this helps Steve

Hi @dwalby Do you have your teams set up to support the services that you offer? If 1st line and 2nd Line support the same services then members of both teams will be able to view and update requests from the request list using the All My Services default view This approach means that the 2nd line team would not be bombarded with notifications for the 1st line team but could also assist / act as cover for the 1st line team if needed - would this work? Another option if 2nd line are not normally allowed to see 1st line support requests is to use the Add Member option on requests, this option allows you to add analysts from other teams (2nd line) and just give them visibility of to that specific request (elevating their rights). Hope that helps Steve

@Darren Rose @Lyonel Just an update here on a couple of the points raised. 1. It is now possible to fix the currency for the each project 2. Total Running Costs are now shown and the Project Budget on the Project Costs view 3. On the project overview view, you can see in percentage terms the current project running costs against the project budget 4. You can now attribute hourly rates to all project stakeholders, and when adding resource time to project tasks - this time is added as Resource Costs to the project (working on resource time x their hourly rate) , allowing you to include project resource costs alongside other project costs. Hope this helps

@Darren Rose @Keith just to update here, we have now added Hornbill iBridge options to raise Projects automatically from business processes in Service Manager. This allows you to offer Services in Service Manager with request catalog items pertaining to raising projects - something like this: Against these options the business process engine will create a request in Service Manager, and in this process you can define the creation of a new project in Project Manager. A typical use case would be for the project request to be reviewed and approved by the business before the project is raised automatically using the Integration Call option in the Hornbill iBridge. Read more about the Project Manager iBridge Options here on the wiki: https://wiki.hornbill.com/index.php/Hornbill_Integration_Bridge As with any iBridge option you can use the variable picker to insert variables from the progressive capture questions, request details into the newly created project, and or you can invoke predefined project templates when using the integration call. https://wiki.hornbill.com/index.php/Project_Templates The iBridge options also allow the following: * Create, Update, Remove or Get information about Project Milestones * Create, Update, Remove or Get information about Project Costs * Create, Update, Remove or Get information about Project Risks * Create, Update or Remove Project Stakeholders Hope this helps Steve

@Darren Rose project currency is now definable on project creation and or using the project templates. It is now only possible to add costs in the defined project currency.

@Darren Rose just to complete the thread here, it is now possible to add or change the milestone on an existing task

Hornbill are delighted to announce that Project Manager has now come out of BETA status. Project Manager is now available in the app store to install on a chargeable subscription only basis. * For any existing customers who installed Project Manager whilst in BETA status, we have automatically added a trial subscription to your instances, extending access to Project Manager until March 1st 2018. * As with all other Hornbill Apps, subscription enforcement applies and a valid subscription is required to continue to access the app after March 1st 2018 for those participating in our BETA Testing, or immediately for anyone wishing to install the app after 5th February 2018. * You can request a trial subscription of Project Manager through the customer success team at Hornbill, should you wish to review the benefits of Project Manager for yourselves. Hornbill will continue to evolve the features and functions of Project Manager inline with our continuous deployment approach and we still welcome all feedback on existing capabilities and ideas for new features.

@dwalby as with a few of the Asset related requests on tickets the issue is that there could be multiple assets on a ticket and if so which Asset Tag variable would be be passing into the custom button. The asset custom button is available by opening the asset on the request Options have been discussed about having a primary asset on a ticket, and this would certainly enable us to look at the above and other options around using asset variables in business processes etc - as always welcome the community thoughts on a primary asset?